Bigger challenges. Bolder ideas. Global impact. At Viasat, we're on a mission to deliver connections with the capacity to change the world. We're the company behind the world's fastest satellite internet service, with technology that's helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.
We're growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You'll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world's first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.
As the Care Operations Command Center Specialist (CCS) you will find yourself focusing on two primary objectives: The Intraday Management of internal care and vendor queues, and driving efficiencies, as well as associated administration and coordination of tasks related to improving service levels, customer satisfaction, employee satisfaction, and performance communication to all levels of the enterprise. As CCS, you will closely interact with Supervisors and Managers to ensure that all department KPIs are managed effectively. You will manage departmental workflows in CTTS ticket queues, outbound call management programs as well as other customer contact queues. Additionally, you will provide support and interact with all Customer Care outsource partner operations, providing performance feedback and raising staffing concerns. You will provide effective feedback to Customer Care Managers. Also, your great attention to detail, exceptional customer service skills supporting all aspects of customer and partner interactions will be needed to be successful in this role. As the CCS you will work closely with internal and external partners to address and resolve presented issues and challenges. Equally important, you will be responsible for associated tasks not related to intra-day, which includes; forecasting, incident management, internal care administrative assistance, reporting and general staffing coordination.
3+ years of experience in contact center support role, including a basic understanding of contact center key performance indicators such as AHT, Service Level, Abandonment Rate, etc.
Ability to read, analyze and interpret basic financial reports and legal documents
Ability to produce accurate reports in a timely and consistent fashion
Strong written and verbal communication skills with the ability to respond appropriately to direction, questions, tasks as delegated, etc.
Solid knowledge of computer systems and software applications including spreadsheet (Microsoft Excel), Microsoft Outlook, Workforce Management tools (IEX and eWFM) and ACD Technologies (Avaya, Cisco and Aspect)
High School Diploma or GED
US Citizenship or Lawful Permanent Residence status may be required for some projects in which case, verification of such status will be required upon accepting employment.
3+ years of experience in Customer Service, Technical Support or Executive Escalations environment
Working knowledge of WFM (eWFM, IEX) applications
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High School Diploma or GED
Years of experience:
US Citizenship or Permanent Resident Status required